Management & Operations

LIRR adds auto queuing system at Penn Station

Posted on May 15, 2013

To make purchasing Long Island Rail Road (LIRR) tickets at Penn Station simpler, the agency debuted an automated queuing system that directs customers to the window staffed by next available ticket clerk.

The new system just recently became operational and immediately proved its value, speeding up the sales process and making clear to customers which of 12 ticket windows were open for business.

"Customers can definitely see a difference in waiting time as do our ticket clerks and both have welcomed the innovation,” said LIRR President Helena Williams.

It was just about a year ago that the LIRR eliminated the sometimes chaotic window-by-window ticket lines that had been the mode of operation at Penn Station for generations. After a test run proved successful, the LIRR adopted a queuing system similar to those found in banks.

But it was soon apparent to LIRR managers and ticket clerks that despite their best efforts precious minutes were still being lost as customers hesitated while trying to find the open window. They concluded a better signal system was needed and determined the new automated queuing system fit the bill.

Now, for customers on the central ticket line there can no longer be any doubt about finding the right window. When an agent becomes available, he or she sets off the signal that simultaneously lights up the window number, sounds a bell and prompts a recorded voice that directs the customer to their counter. When there is no clerk working at a window, the screen clearly displays the word “Closed.”

Penn Station is the LIRR’s busiest terminal with sales of 18,000 tickets on an average weekday, 4,500 sold by agents and the balance at ticket machines.

RELATED ARTICLE: Check out, "2012 Women in Transportation: Helena Williams."

View comments or post a comment on this story. (0 Comments)

More News

First Transit names new regional VP of operations

Jay Jeter has more than 18 years of transportation experience in areas such as operations, finance, legal, labor negotiations, and customer engagement and leadership.

LEED green building certification for new transit stations released

Complemented by LEED guidance that was released in 2017 for existing transit stations.

MassDOT issues RFP for transit action plan

The Lynn, Massachusetts study is anticipated to begin early next year and will include opportunities to create and improve access to transit locations and more.

NY MTA to buy Grand Central, Harlem, and Hudson Lines for $35M

“We had to exercise the option to purchase or remain a tenant for another 270-plus years."

DCTA, United Way partner to offer veterans mobility options

Providing Lyft gift cards, regional day passes for use on DCTA, DART, and Trinity Metro bus and rail, and Irving Holdings debit cards.

See More News

Post a Comment

Post Comment

Comments (0)

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment

TruckingInfo.com

THE COMMERCIAL TRUCK INDUSTRY’S MOST IN-DEPTH INFORMATION SOURCE

Work Truck Magazine

The number 1 resource for vocational truck fleets

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

LCT Magazine

Global Resource For Limousine and Bus Transportation